Error: "Unable to save item." when saving a new password in the browser

Using Chrome browser beta extension 2.6.1 and FireFox extension 2.5.1, I am experiencing the same issues: 1) When trying to save a login from a site, I receive an error "unable to save item", and 2) the extension is not updating recent changes. That is, when I make an update on the desktop app, it shows up on the browser (1password.com) but not the extension.

The only way I can get the extension to work is to logout of the extension and re-log in. Then I am able to save new items and see the updates. The next day, it stops working again.

I have tried clearing cache, reinstalling the extension, but nothing is working. I do not have desktop integration enabled. I've also tried logging into the web interface while trying to add or update a password with the extension, still no joy.

Any ideas? Thanks.

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser:_ Not Provided

Hi @snovvman,

I'm sorry to hear that you're encountering issues when trying to save items. In order to get some further details and take a closer look, can you re-create the behaviour you're experiencing and send us console log from each browser?

• A console log from 1Password in the browser -> Save a console log for 1Password in your Chrome browser

• A console log from 1Password in the browser -> Save a console log for 1Password in your Firefox browser

Attach the diagnostics to an email message addressed to support+forum@1password.com.

With your email please include:

• A link to this thread: https://1password.community/discussion/137007/browser-extension-unable-to-save-item#latest
• Your forum username: snovvman

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

I am having the same issue on Windows / Edge, Linux / Firefox, and Android chrome. Just started today. The 1Password app in Linux is able to save new info but all the browsers can't save and can't fill.

Thank you, @1P_David. Before I get the logs, here are some observations:

I think the problem is from the extension disconnecting (or logging itself out) from the 1P server after a certain period of time. In the extension settings, I have "Automatically lock 1P" turned off so the vault does not lock. After a period of time (or maybe after the computer goes to sleep), although the extension still shows me the content of the vault, it appears to be showing a cached/local version. I know this because when I make an update using the desktop or web interface, it is not updated in the extension. The extension also does not let me update entries (unable to save...).

I have to manually log out of the extension, re-login, then everything works again, but only for awhile.

Any thoughts on this?

Additional discussion--

Does the 1P extension depend on the web session to function? By default, the web vault locks in 10 minutes. If the extension depends on web vault to be unlocked, then one has to keep unlocking the web vault in order for the extension to function properly?

The longest timeout for the web vault is 300 minutes, which means one would have to unlock the vault every five hours.

I think this may be the cause of my problem. Unfortunately, the extension does not indicate when the web vault is locked. Is there a way to increase the web vault auto lock to beyond 300 minutes?

Thanks.

@Joseph2W do you have 2FA enabled? I got a support email advising that there is a known issue with 2FA. If you do have 2FA enabled, try disabling it and see if the problem goes away. I am testing this myself too.

Hey @snovman,

It sounds like you are getting help from our support team in regards to the 'Unable to save' issue. (Please correct me if I'm wrong and we can continue to troubleshoot).

As for the auto lock settings, the one you are referring to that you have set to 300 minutes only controls 1Password.com. Your extension shares the same auto lock settings as your 1Password desktop app. Here is how you can amend these: https://support.1password.com/auto-lock/#manage-auto-lock-in-the-1password-apps.

I hope this helps, let us know if you have any questions!

Hi @snovvman
You were right about the 2FA. I had just enabled it and found thar for each of the devices I had problems with, I quit the 1password app and logged in again, providing my 2FA credentials. Error message could be better - something like "please log in again" rather than "Unable to save"

I'm sorry for the trouble @Joseph2W, the issue stems from the extension having a hard time syncing to our server and saving your logins. I'm glad you were able to get things working.

Apologies again!

How do I get support for the same issue! Very frustrating....